CustomerSupportSpecialist(Contractor)

WHO WE ARE: MagicSchool is the premier generative AI platform for teachers. We're just over 2 years old, and more than 7 million teachers from all over the world have joined our platform. Join a top team at a fast growing company that is working towards real social impact. Make an account and try us out at our website https://www.magicschool.ai and connect with our passionate community on our Wall of Love https://love.magicschool.ai/all. We’re looking for a Customer Support Specialist to join MagicSchool on a contract basis through the back-to-school season. This is a seasonal contract position supporting MagicSchool’s back-to-school surge. In this role, you’ll serve as a frontline problem-solver for the teachers and district administrators who rely on MagicSchool every day- resolving issues with clarity, empathy, and follow-through so educators can stay focused on what matters most. This role also serves as an entry to our support specialist contractor pool, which we draw on for as-needed coverage throughout the year. Contract | Early July through September | 4- 8 hours/day | $35 to $45/hour RESPONSIBILITIES In this role, you will be responsible for driving towards the following outcomes: - Handle a high volume of inbound support interactions from teachers and district administrators across chat and email channels, maintaining a first-response time and a resolution rate that meets or exceeds team benchmarks. - Deliver accurate, educator-friendly product and AI use guidance through walk-throughs, knowledge base references, and proactive follow-up. - Troubleshoot and resolve technical issues including login failures, browser compatibility, SSO/LTI configuration problems, and rostering errors- owning each ticket through to resolution or escalation. - Identify and surface patterns in recurring issues to team leads. - Maintain complete and accurate documentation of all interactions, troubleshooting steps, and resolutions in the ticketing system (Intercom), supporting qu